Head of Strategic Initiatives, CX & Ops

This is a fully remote position, open to applicants in Ireland, +2 more countries.

📋 Description

• Spearhead Holafly’s most critical Customer Experience and Operations projects.

• Manage the complete process from defining scope and aligning stakeholders to delivering measurable results.

• Develop data-driven frameworks, ROI assessments, and investment proposals.

• Utilize SQL and financial modeling to verify hypotheses, identify friction points, and monitor success in transformation efforts.

• Coordinate delivery across Product, Tech, Marketing, and Operations by exercising influence.

• Prepare executive presentations, board updates, strategic proposals, and post-mortem reports.

• Analyze and revamp underperforming processes for global scalability.

• Report directly to the Chief Customer Experience Officer.

• Convert the vision of CX and Operations leadership into actionable plans with measurable impact.

⛳️ Requirements

• 5–7 years of professional experience.

• Background in top-tier management consulting (MBB), internal strategy or transformation within a high-growth scale-up, or senior operations/chief of staff positions.

• Proven accountability for P&L or delivery outcomes.

• Advanced proficiency in SQL.

• Capability to create analytical models from the ground up.

• Outstanding skills in executive presentations and written communication.

• A history of delivering measurable results from unclear directives in fast-paced environments.

• Comfort with spreadsheets and participation in steering committees.

• Ability to identify and employ generative, agentic, or analytical AI tools.

• Skill in advocating for AI implementation and engaging non-technical stakeholders.

• Bonus: experience in digital transformation, product-led growth, or the travel-tech sector.

• Bonus: practical experience with AI in transforming contact center operations.

• Bonus: proficiency in Spanish.

• Bonus: knowledge of CX metrics such as NPS, CSAT, CES, and churn.

🏝️ Benefits

• Competitive salary, aligned with experience and market standards.

• Fully remote work with complete flexibility.

• Culture of high trust and ownership.

• Direct involvement in C-suite decision-making.

• Growth potential leading to a line function or domain leadership role.

• Opportunity to address challenges that impact the experiences of millions of travelers globally.

• Commitment to an inclusive environment and equal opportunity employment.